UTA GoRide FAQs

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Do's and Don'ts

AVOID activating tickets at the time of purchase (check box in the shopping cart). It is easier to avoid unwanted ticket activation if you selectively activate your tickets from the Ticket Manager/Ticket Wallet when you intend to start using them.

DO NOT activate multiple tickets for the same passenger. Be careful not to overlap active tickets, unless you are using your phone to pay fares for yourself and also for a companion or companions.

DO NOT attempt to access your mobile ticketing account on more than one mobile device. This will result in an “App locked” condition requiring assistance from UTA Customer Service at 1-801-RIDE-UTA (743-3882) or http://www.rideuta.com/Rider-Info/Contact-Us.

DO NOT uninstall and reinstall the application unless directed by customer support. This may result in an “App locked” condition requiring assistance from UTA Customer Service at 1-801-RIDE-UTA (743-3882) or http://www.rideuta.com/Rider-Info/Contact-Us.

DO create your account with the cell phone number of the phone on which you are using the app.

DO show the “Active Tickets” screen on your phone to the bus operator, fare inspector or other authorized personnel. Be prepared to tap on the displayed ticket to show the animated QR code screen on your phone's display.

DO be sure to display an Active ticket screen before entering an area where cellular or Wi-Fi service might be weak or unavailable.

DO present identification that demonstrates eligibility (ADA, drivers’ license, etc.) for any reduced fare product. If your Color Box is light blue (see below) you must show proper identification to use that product.

General

What is UTA GoRide?

UTA GoRide is a mobile ticketing app that lets you plan your trip and purchase fare products for select UTA services using your mobile device. You must have an iOS or Android smart phone that is capable of accessing the internet so your UTA GoRide fare product can be activated at the time of use.

What are the benefits of using UTA GoRide?

No need to carry cash, count exact change, or find a ticket machine. Purchase your UTA GoRide fare product to use it now or in the future. Pay a single fare or multiple fares for a group of riders.

Does it cost extra to use UTA GoRide?

No, the app is free to download and use. The only cost is what you pay for your UTA GoRide fare products. No service or handling fee is added to the cost of the fare products.

Getting the App

You can download the app on iPhones running an operating system of iOS 8.1 and above and Android phones running an operating system of 4.3 and above. Before downloading the latest operating system, be sure to check the app store description for supported versions. Jailbroken and rooted phones are not supported.

If you want to use the fare product now, click the “Use ticket(s) now” button. Otherwise leave unchecked and the fare product will be saved for future use. Note that if you choose to “Use Now” it will activate/use all fare products in that purchase.

Click “PAY NOW” then confirm Purchase

Here are some tips to keep in mind when using UTA GoRide:

Your UTA GoRide fare products are linked to the device you used when you bought them. If you sign in to the app using a different device those fare products will not be available.

Watch your battery level. Just like with paper tickets, you’re responsible for making sure you have a valid fare at all times. Remember to keep your phone charged!

Activate your fare product before boarding.

What if the UTA GoRide app is unresponsive?

Try logging out of the app and logging back in, and then try powering your phone off and then back on. If you continue to experience technical difficulties, navigate to the “Help” tab in the app, or contact UTA Customer Service at 1-801-RIDE-UTA (743-3882) or http://www.rideuta.com/Rider-Info/Contact-Us.

What if I get a new phone? Can I transfer my fare products?

Yes, but only registered users can transfer unused fare products between devices. You also need to have the old phone, with an internet connection, in order to transfer the fare products to your new phone.

How do I transfer my fare products to a new phone, or to a new phone number?

If you get a new phone you must contact us to assist with the change and prevent you from having an “App locked” error. Call UTA Customer Service at 1-801-RIDE-UTA (743-3882), or contact us at http://www.rideuta.com/Rider-Info/Contact-Us. Make certain to include your mobile phone number in the form.

If you get a new phone number, you will also need customer-service assistance to transfer your tickets and account history. Call UTA Customer Service at 1-801-RIDE-UTA (743-3882), or contact us at http://www.rideuta.com/Rider-Info/Contact-Us. Make sure to include both the old and new phone number (and clearly state which is which) and indicate whether you are changing phone numbers but keeping the same smart phone or if you are also switching phones.

How do I unlock my account if I encounter an “App locked” message?

Call UTA Customer Service at 1-801-RIDE-UTA (743-3882), or contact us at http://www.rideuta.com/Rider-Info/Contact-Us. Include your mobile device phone number and details of the error message. Let us know when you first saw the error (approximate day and time) and anything you did yourself to try to fix it.

What if my battery dies?

You are responsible for showing proof of valid fare to operators, fare inspectors or other authorized personnel. If there is no display, the UTA GoRide fare product is not valid.

What is the difference between creating an account and signing in?

You should use “Create an account” if you don’t have one or want to create a new one. Use “Sign in” if you want to use an existing account.

How do I reset my PIN?

To change your PIN you will sign in to the app and select the ‘RESET PIN’ link on the first page. It will then ask you for your current card information on your account for security reasons. If you don’t know your old card information please send an email to support@passportinc.com.

Is UTA responsible for any malfunctions of my mobile device?

No, UTA is not responsible for any malfunctions of your mobile device.

The Mobile Ticketing app does not require any carrier-specific services. Purchasing and activating tickets requires an internet connection (cellular or WiFi). Sign-on confirmation codes can be delivered by either SMS or phone call.

Payment

Do I need a credit card to use the UTA GoRide app?

Yes, you must have a valid credit or debit card to purchase fare products using UTA GoRide.

Which credit cards do you accept?

We accept Visa, MasterCard, Discover, and American Express. Certain specially-issued (employer) payment cards may have limitations. If you encounter problems, please verify with your payment card issuer that it authorizes purchases using the UTA GoRide mobile ticketing application.

How do I add a debit/credit card to my account?

Adding a debit/credit card can be done while making a purchase or by navigating to “Payment” in the menu. Click “Add Card” to enter details and “Add Card” again to make the addition.

Can I store more than one credit card?

Yes. You can add another card while making a purchase and tapping the “Add New Card” button when prompted for payment options. You can store up to three credit cards on your account.

Where is my personal information and credit card information stored?

All personal and credit card information is stored as tokenized data on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server. No account information is stored within the application.

How quickly is the payment processed?

Once the payment is authorized, the payment is processed immediately. A receipt can be emailed to you shortly thereafter.

What if my credit/debit card is declined?

First, confirm you have the correct bank card details registered in the app exactly as they appear on your card and billing statement, such as billing address, zip code and three-digit security code on the back. Other common errors include entering a “.” after the middle initial, including the apartment number in the Address Line 1 field, and incorrect billing address. If everything is correct, contact your bank for further information.

Purchasing Fare Products

Will I have to create an account to purchase a UTA GoRide fare product?

Yes.

Can I purchase more than one fare product at a time?

Yes, you can purchase up to 10 fare products at a time.

Can I buy fare products for multiple riders?

Yes, you can purchase and activate multiple fare products at one time. On the active ticket screen there will be a dot at the bottom center of the screen for each fare product. Swipe left or right to present multiple fare products to the operator. Remember that all passengers must travel together with the ticket holder.

Can I buy a fare product and email it to someone else?

No. UTA GoRide fare products are linked to the device you used when you bought them.

Do I need a wireless connection to buy or use fare products?

Yes. You will need a network data connection or wireless connection to purchase and use fare products. For example, if you can Tweet you can buy a fare product.

Is there a limit for purchases?

Up to 10 fare products can be purchased in a single transaction.

Can I set up automatic purchases?

No, you will have to purchase fare products every time you need them. However, you may purchase multiple fare products at one time for future use.

Can I get a receipt for my Mobile Ticketing Purchase?

Yes, if you add your email address to your app Profile. You can get an email receipt for a specific past ticket purchase, or choose to have new receipts automatically emailed to you.

Activating Your Fare Products

When should I activate my UTA GoRide fare products?

You should activate your fare product when you see your transportation arriving. Your fare product must be activated before boarding a vehicle. Your one-way ticket is good for 2.5 hours after activation. Your day pass is good until end of service that day.

Can I get a refund if I lose my device or purchase the wrong fare product?

No, all fare products are non-refundable.

Does an activated fare product expire?

Yes, a UTA GoRide fare product can expire. Each fare product has a clear date and countdown timer to let you know it is still valid and when it will expire. Once the fare product expires it moves into your Rider History.

What if the activated fare product expires before I can use it?

In the event that your activated fare product expires before you can use it, you would be required to purchase another fare product for your trip. We recommend that you wait until you see that your transportation approaching to activate your fare product.

Does an unused, un-activated mobile fare product expire?

Yes, mobile fare products expire 365 days from the date of purchase.

Can I use multiple fare products at the same time for myself and my family or friends?

Yes, there will be a dots at the bottom center of the screen. Each dot indicates a fare product. To use multiple fare products simply swipe to show all of them to the operator. All riders must be traveling together with the ticketholder.

Showing Your Fare

Where can I use UTA GoRide fare products?

All UTA Local Buses, TRAX, and Streetcar services. Additional fare will be required on express and premium services, including FrontRunner commuter rail.

How do I show the fare product, and when do I use it?

If an inspector or operator asks to see your fare product, click on “Active Tickets.”

Will a bus operator or fare inspector show me how to use the app?

Bus operators and other personnel are instructed not to touch a customer’s device. Please use the “Help” feature in the app for instructions on how to use.

Can I see how much time is left on the active fare product before it expires?

Yes, the expiration date and time is displayed on the top of your fare product. If your fare product expires during your trip it is no longer valid. You must buy or activate another fare product to stay on the vehicle or to board another vehicle.

What if my screen is unreadable?

If your fare product cannot be read or displayed, it is not valid.

Can I transfer to another ride with the app?

Yes. As long as you have a current, activated mobile fare product you can transfer to another ride. Standard UTA transfer rules apply.

Trip Planning

How is UTA GoRide getting my current location?

We are using the location feature on your phone to provide trip planning information.